Sep 11, 2017
We have launched a new system for checking in at the permit counter that allows you to schedule an appointment for Log In, Single-family/Duplex Walk-through, and Logged-in Plan Pick-up. Walk-ins will still be accepted for these lines as well.
The last day to check in remotely for the permit counter by phone or online is Tuesday, September 12. Remote check-in by phone (calling/texting) is not supported by the new technology and is ending as we make this switch.
Counter hours and check-in times have not changed.
Visit the Development Services' homepage at www.denvergov.org/DS to schedule an appointment for the three services listed below:
Go online to schedule your appointment at least 24 hours in advance of your visit. Appointments can be made up to 30 days ahead of time; however, there is a maximum of two appointments per person, per day. Repeated no-shows or other attempts to abuse the system will result in appointments being cancelled.
Appointments are offered in 45-minute intervals for Log In and 30-minute intervals for walk-through and logged-in plan pickup. There is a limit of one project per appointment. (Two fire log-ins are allowed per appointment since these take less time.) Appointments are booked back-to-back and cannot be extended in person. If you will need more than the allotted time, please book multiple appointments online or email email@example.com to schedule a longer appointment.
To pick up permits for IRC townhomes, schedule an appointment through your project coordinator or email firstname.lastname@example.org (if you don't have a project coordinator) to schedule a longer appointment than what is available online.
When scheduling an appointment for Logged-in Plan Pickup, make sure to type your Log number into the "Notes" section of the form.
Please check in 15 minutes prior to your scheduled appointment time. Arriving more than 10 minutes late will require you to make a new appointment.
*Note: Log In appointments for projects in the site development plan (SDP) process will continue to be scheduled by your project coordinator. Do not schedule these online. Appointments for multiple Master or Type-Approved (TA) permits also need to be scheduled by your project coordinator (if you have one) or by emailing email@example.com.
For all services, check in at the kiosk when you arrive at the permit counter or at the Customer Service Center. Check in opens for each line at the same time it always has.
Appointments are optional for Log In, Single-family/Duplex Walk-through, and Logged-in Plan Pickup. If you wish to be seen on the day of instead of making an appointment, you can check in at the kiosk for the first available slot, but please be aware space may be limited and we cannot guarantee you will be seen.
The services listed below do not have appointments and are first come, first served.
Over the past few years, demand on our permit counter services has skyrocketed and we have had to re-evaluate how our lines are handled. Customer feedback indicates that remote check-in is not helpful when lines are full as soon as they open, and people would really benefit from being able to schedule an appointment for our high-volume services.
The new system we are adopting supports online appointment scheduling, but the trade-off is that we are unable to continue offering the phone/text options for check in as they are not compatible with the new technology.
As a result, remote check-in via calling or texting will end in conjunction with the switch. Please check in at the kiosk when you arrive, or -- for the services where these options are available -- schedule an appointment online in advance or submit your applications/plans electronically.
In 2012, we implemented a system called "QLess" for managing the check-in process. QLess offered a number of benefits, from giving us a way to show customers where they were in line to allowing people to check in remotely via phone or text before they arrived at the counter.
However, over the past few years, demand on our permit counter services has skyrocketed and we have had to re-evaluate how our lines are handled. The feedback we have received on our customer surveys are that wait times are not reliable, remote check-in is not helpful when lines are full as soon as they open, and people would really benefit from being able to schedule an appointment for our high-volume services.
The new system we are adopting addresses these issues and we believe will be able to help us better accommodate demand. It is already in use at several other city agencies, who have had positive experiences with it.
Importantly, the switch will allow us to begin offering customers the ability to schedule an appointment online for certain services, but the trade-off is that we are unable to continue offering the phone/text options for check in. Other benefits of updating our queue management include greater reliability and being able to offer substantially more guidance to customers during check-in to ensure people are in the correct queue and have the materials they need before getting to the counter. While only certain services are offering appointments initially, we expect to expand that in the future.